Why is the “We are looking for your check, but it's taking longer than expected. Once we find it, we'll let you know and add it to your account.” error presented in the app when scanning a barcode?

Shivani Sanghvi

Updated March 19, 2020 15:55

When a guest tries to scan the barcode on the receipt and attempts a checkin, Punchh tries to find a corresponding receipt in order to credit points accordingly into the user's account.

When we cannot find the receipt for that particular checkin, the mobile app displays this error - “We are looking for your check, but it's taking longer than expected. Once we find it, we'll let you know and add it to your account.” This is displayed in the app due to a connectivity issue between the POS and Punchh. It happens because the POS was unable to send the receipt details to Punchh.

The POS will continue to retry sending the receipts. Once the receipt is successfully sent over to Punchh, the checkin will be registered for the guest and they will automatically receive points for their purchase. The guest can also retry to manually enter/scan the receipt after a while in order to earn points.